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Customer Service Representative

At Aetna, we’re pioneering a total approach to health and wellness, focusing on the whole person - body, mind, and spirit. Our customer service and claim teams provide a human connection when it’s needed most and are essential to turning our member’s health ambitions, big and small, into achievements. Your role will include processing claims and helping members, doctors, and companies better understand our products and services. You will be an advocate for our member’s best health by helping them get the most from their benefits, building trust and always providing a clear path to care.

  • Job Type: Full-time
  • Job Level: Entry Level
  • Travel: No

Aetna’s minimum starting salary is $16/hr.

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Success Profile

What makes a successful Customer Service Representative? Here are the traits we are looking for:

  • Trustworthy
  • Empathetic
  • Proactive
  • Compassionate
  • Good listener
  • Problem Solver
  • Communicator
  • Independent
  • Multi-tasker
  • Patient
  • Collaborative
  • Personable
  • Quick thinking
  • Enthusiastic

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Benefits

  • Health

  • Paid Time Off & Disability

  • Financial

  • Wellness

  • Additional Benefits

  • Aetna’s Social Compact

    Our commitment to improve wages and medical benefits.

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Customer Service Representative Quotes

You really are invested in the member… you have to be their advocate.

Damon H., Senior Health Concierge Customer Service Representative

I’m very excited about the common purpose [Advocate for our members’ best health by helping get them most from their benefits, building trust and always providing a clear path to care], in the first day of training all the leaders came in and explained it. As soon as they got done talking I knew this was the company for me.

Emily E., Customer Service Representative

Job Details

Customer Service Representative - 2nd Shift

Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix
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Description:

The Customer Service Representative responds to incoming calls from Aetna Medicaid members, behaves professionally, conveys accurate information, and promotes a positive member experience at all times. This is not a daytime position. Bilingual (English and Spanish) preferred.



Fundamental Components:



Answers calls and provides accurate information. Documents each call according to standards. Meets all call center metrics and standards. Achieves all Aetna Scorecard goals and objectives. Speaks and writes well. Pays careful attention to details. Maintains an excellent attendance record. Professional behavior is demonstrated at all times. Complies with all company policies and requirements. Participates in department workflows and activities.


This is not a daytime job. Standard 40-hour work week. Weekends and some holidays required. Preference for bilingual proficiency.



Background Experience:

Customer service experience required, preferably in a call center environment. Experience in a production-type environment. Medicare, Medicaid, health insurance, or similar experience preferred.


Minimum experience of two years in a relevant work environment.



Additional Job Information:
Ability to multi-task to accomplish workload efficiencies. Understanding of health care/medical terminology helpful. Possesses excellent oral and written communications skills. Avoids errors in grammar, spelling, and punctuation. Possesses excellent listening skills. Ability to maintain accuracy and production standards. Must have computer keyboarding skills and expertise with inputting information with minimal, if any, errors. Pays attention to details and accuracy.

Functional Skills:
Customer Service - Customer Service - Member Services - HMO products, Customer Service - Customer Service - Member Services - Traditional products

Potential Telework Position:
No

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)

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